A bad review stings, especially when it's unfair. The good news is that some reviews can be removed. The honest news is that most negative reviews can't, and trying to delete them the wrong way can make things worse. Here's exactly what Google will remove, how to report a review, and what to do when it has to stay.
- Google only removes reviews that break its policies, like spam, fake reviews, conflicts of interest or offensive content.
- A review being negative, or one you disagree with, isn't enough.
- Report it from your Business Profile or Google's Reviews Management Tool, then check the status and appeal once if needed.
- For reviews that stay, a calm, professional reply and a steady flow of new reviews do the most good.
Can you delete a Google review?
You can't delete a customer's review yourself. Only Google can remove it, and only if it breaks Google's content policies. Google's own guidance is clear that it doesn't get involved in disagreements between businesses and customers, so "this review is unfair" or "that's not how it happened" won't get a review taken down on its own.
Reviews Google will remove
These are the main kinds of reviews that break Google's policies:
- Spam and fake reviews: reviews from people who were never customers, or posted in bulk
- Conflicts of interest: reviews from competitors, current or former staff, or the business itself
- Off-topic reviews: rants about something unrelated to the customer's experience with your business
- Offensive content: profanity, hate speech or harassment
- Personal information: someone's phone number, address or other private details
- Illegal or restricted content, and reviews that impersonate someone
If a review fits one of these, report it. If it's a real customer describing a real (if one-sided) experience, it almost certainly won't be removed.
How to report a Google review
The quickest way is from your Business Profile:
You can also use Google's Reviews Management Tool, which lets you report reviews, check what's happened to earlier reports and appeal decisions.
Checking the status and appealing
In the Reviews Management Tool you can see where each report is up to: still pending, reviewed with no violation found, or escalated. If Google decides a review doesn't break its policies, you can submit a one-time appeal for up to 10 reviews. Google emails you the final decision.
Reporting the same review repeatedly doesn't speed anything up. Pick the reason that genuinely fits, and if it's a fake review, note anything that proves the person was never a customer.
If you believe a review is defamatory, Google has a separate legal removal process. That's a legal question, so get proper advice before going down that path.
What not to do
- Don't pay "review removal" services. No one can make Google remove a review that follows its policies, and some of these services use methods that put your profile at risk.
- Don't argue in public. A defensive reply puts off future customers more than the review does.
- Don't flood your profile with fake positive reviews. Google filters them, and they can get your profile penalised.
When the review stays: reply, then outnumber it
Most negative reviews stay, and that's OK. Customers expect to see a few. What they really read is how you respond. A short, calm reply that acknowledges the experience and offers to sort it out shows you care. Our guide on how to respond to Google reviews has templates for the tricky ones, including fake reviews.
Then focus on the thing you can control: more reviews from happy customers. One bad review among a handful is noticeable. One among fifty barely registers. Ask every customer, with a direct link, using our free Google review link generator, and read how to get more Google reviews for a simple system.
More reviews, less stress
Our websites include one-tap Google review requests, so asking every customer takes seconds.
Frequently asked questions
Only if it breaks Google's policies, for example spam, a fake review, a conflict of interest or offensive content. Negative reviews from real customers usually stay up.
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Rhys builds and looks after every Reactive Web website himself, from Redwood Park in Adelaide, for local service businesses that want more calls, bookings and enquiries.
